Collins and Hayes Reviews 136

Bought lavina sofa, 4 months later, unbearable to sit on so saggy.

Total waste of money so if you see any on clearance or sale I wouldn't bother

Absolute disgrace from delivery to return within three weeks. Scuff marks and stain on the back of one sofa. Two different oak legs on same sofa one light I dark wood.two arms flattened out. Then after two weeks the base cushions had sank. Upon weighing the cushions two were five kilos two were six. Totalldifferen seating heights.we had Collins and hays forty years ago and had no issues we will never return absolute disgrace for four grand.

Not only do I love the furniture we bought - it's stylish and comfortable - but the after sales service from Collins & Hayes has been phenomenal in resolving an issue with the original sofa covering. Thank you to the team who were friendly, efficient and effective at all times.

I have had my Collins and Hayes corner sofa for nearly twenty years. Not sure if the older ones are better quality, but we adore it. Everyone who visits comments on how comfortable it is. I could never afford a replacement now, but am considering recovering it, as the only issue is the seat cushions are a bit squished. Can’t find another sofa that compares.

We bought 2 Armchairs (Lavinia) which were delivered January 2023, Next week October 2024 both go to an independent upholsterer to be completely re-upholstered. With no children or animals in the house the upholsterer stated that he had never seen such dishevelled condition and such poorly made covers in over 35 years of being in the trade, we had to show him the receipt for the chairs before he would believe that the chairs are so bad in such a short time. Please take this as a genuine warning, we will never buy any of their products again. Just for information we bought 2 Armchairs and 2 footstools total price including Vat £4306.92 so not cheap.

Bethany was absolutely fab with regard to explaining all the different options regarding a Maple sofa and snuggler in Leather, plus went out of her way to send various links and samples

My advice would be to avoid this company at all costs. They are certainly no longer the quality brand Collins and Hayes used to be and if I could give them 0 stars I would.
Our Heath Sofa with loose covers was ordered Aug ‘21 with an expected delivery date of Feb’22. The sofa finally arrived in July’22! The reason given for the delay being that Covid had caused problems with obtaining fabrics. Which I was quite prepared to accept as reasonable in the circumstances-however I would have appreciated more communication with regards to this from Collins and Hayes as the only updates I received were when I contacted the retailer who in turn contacted C&H.
Sadly this was the least of my problems with this company! Within 2 months of the sofa arriving it looked an absolute mess. Despite only being used rarely by two adults, the fabric quickly became fluffy and looked like it had been brushed with Velcro. This was also on surfaces where the fabric rubbed against itself (down the sides of cushions) which ruled out anything we had done to cause the issue. The cushions inside were also filthy and looked like they had been kicked across the floor. To be fair our retailer and an industry assessor agreed and a new sofa was ordered. Collins and Hayes refused to accept there was anything wrong with the fabric and claimed it was within industry standards.
Sofa number 2 (different fabric) arrived Aug’23! Despite C&H claiming to cut all panels from the same batch of fabric, a number of pieces are clearly a different shade from the main body of the cover. The back cushion interiors which arrived were feather instead of fibre and one panel of the fabric on the front is out of line with the rest with the stripe going diagonal rather than vertical. Seemingly C&H no longer pattern match 🤷‍♀️-be warned! Also the zip at the back of the main cover is out of line and the Velcro is showing at the bottom.
C&H did agree to replace the back cushions but It took until April’24 for them to arrive (after being chased by me again). C&H claimed new cushions had been sent previously but could not provide any evidence of this and they appeared to have disappeared into thin air. On this occasion, despite agreeing with me that the cover looked a mess, the assessor informed us that the shading and the fabric being out of line were within the standard for C&H. I didn’t find his description of having come across far worse examples from C&H particular comforting!
Thankfully my retailer have been really supportive and agreed either a full refund or a discount on the price and I thank them for this. As for Collins and Hayes, I will certainly never purchase again from them or any of their sister companies.

Very expensive and very poor quality. The padding used is so very poor. We thought we were buying quality goods through our local supplier, Bryants of Tavistock. We have complained about the quality of the cushions but have had no response or replacements. We could have bought a far more durable corner suite through a mass retailer at a far lower price. A very long wait for shoddy goods which, after spending over £4000, we are considering replacing within three months of delivery. Do not be fooled by the hype, their products are not worth the price tag.

I bought a Collins and Hayes sofa a few months ago from Bryant's in Tavistock. Already the two rectangular seats have sunk so low that is hard to get up from them. Right from the start the cushions have sagged badly it looks a mess I'm so disappointed I feel like throwing it away and going to another supplier now as it spoils my living area. I have, as a temporary measure put a couple of large cushions inside to improve the appearance and have researched the option of buying some foam. However as the sofa is only a few months old it annoys me to have to do this. I complained to Bryant's many months ago and they were supposed to be dealing with it. However they are only aware of a problem with one cushion, since complaining they are all sagging badly.

Lavinia Sofa
After taking time to select new furniture we decided on C & H Lavinia.
Delivery was slow but we were advised of this.
The local retailer was helpful but they too became frustrated and ineffectual with C & H.
Remember C & H is not the company it once was. Now mass produced furniture alongside other well known makes. Under the umbrella of a parent company “Sofa Brand International” who have purchased name and design rights for several well known brands.
The problem is quality control standards have been sacrificed. Sofas are dispatched to customers sub-standard and indifferent.
Seating and back cushion fillings are poor and inadequate and differ from sofa to sofa. This leads to a very uncomfortable sitting experience.
The stock advice from retailer and manufacturer is to “plump up the cushions”. To be honest this has minimal effect. You can plump up all day long it will not improve the product.
Back cushions (following complaint) were replaced. This did make a slight improvement. However the seating cushions were not replaced as requested.
The sofas are now 2 months old and seating cushions feel like they have bottomed out.
We have replace two seating cushion at our expense. They have been filled with appropriate filling and are now an improvement.
Be very aware of this problem before you purchase. These are not comfortable sofas and quality control is indifferent.
UPDATE - 5th November 2023
As advised in the Collins and Hayes reply to our review., we did contact Collin and Hayes customer support.
Their reply emails are just further hollow words.
All they want to do is absolve themselves of any responsibility for poor quality furniture and fob you off with a spin on a getting a further technical report which to be quit honestly is a waste of time. The so called technical reports are not based on manufactures specifications and are totally bias.
We cannot emphasise enough. Be very cautious and careful before you purchase a Collins and Hayes Lavinia sofas. In our opinion they are very very expensive poor quality.
* Had to replace seating cushions on two seater at own expense to get something half decent to sit on.

Do Not Buy a C&H Sofa
Sofa and two chairs ordered on 20 May 2023.
Delivery was advised for 8-10 weeks.
18 weeks later and still no delivery.
C&H advising that they will not deliver until mid November - which will be 26 weeks.
No updates have been provided without chasing.
No attempt has been made to expedite the matter and deliver as soon as possible.
The retailer has asked C&H if they can loan me a sofa until delivery (I have nothing until this is delivered). C&H have refused to help.
The delivery times are completely unacceptable and the customer service in the face of this is non-existent.
I would give no stars if this was an option.

Beautiful upholstery. Excellent quality & perfect styles to choose from. The best sofa I have ever owned. I wouldn’t hesitate to highly recommend Collins & Hayes. Also the guarantee is reassuring, the quality in my opinion is the best. Thank you very much.

If I could give no stars I would. We put a deposit down on a Collins and Hayes sofa on 14th January and have had every excuse under the sun as to why we have not received it over 6 months later.

In some respects the excuses have been comical but rather sadly I can’t see the funny side of them. The first was they received the wrong material, the second was it forgot to get loaded on the van, third was the wrong upholstery turned up ( even though the previous excuse was it was made and didn’t get on the van) - all lies to hide probably underlying issue that they are more than likely struggling financially.

Looking at the other reviews, I am clearly not the only person who has had such shoddy service and faced such disappointment.

I would strongly recommend not using this company and if going via a retailer avoid their stock - there are plenty of other good suppliers out there- who deserve the business and work hard at customer service.

Reviewing their reply, interesting they want me to email their customer service because when i rang them they were unable to give me any information! Worrying company.

Neeta

I am still awaiting all arms to be replaced as they were faulty x

Lovely sofa, good quality and comfortable

We purchased 4 sofas with extra loose covers and went for the fibre option for the seats. At several thousand pounds we expected them to last years but within days, the seats had sagged with dips in the middle. (I'm 8 stone, by the way) We complained and an 'expert' was sent. He weighed the seat cushions and said they met the specifications. I realised that the company would make any excuse to avoid accepting responsibility. I could have gone down the legal, not fit for purpose route with months of stress but clearly once the purchase has been made you're on your own. I have purchased, at great expense, new seat cushions from an upholsterer to make the sofas usable. They are a lovely style but unless you're willing to pay to have them partly re-made, they will be uncomfortable and shoddy in appearance within days or at most weeks.

We had to wait 9 months for our furniture which was a long time from Oct 21 until June 22, but you were very helpful & explained due to Covid you were really backlogged We could of gone somewhere else. But We have been searching for a long time to find something this nice, it was we’ll worth the wait we love our Miller sofas you even gave us money off.
There is one thing the large sofa has a big crease in the cushion, like the inside has split, has anyone else had this, not sure what to do about it maybe they all go like that! I’m going to get in touch.

We bought our Tamsin sofas (2) in 2004, before the company was taken over (by Americans?), and in 2005 we shipped them to NZ. Now we are coming home amd it had always been my intention to get some covers, which we couldn't afford at the time. It was also our intention to ship them back but now I've discovered that I can no longer get covers for this model. From looking at the pictures, it would seem that the Lavinia is the same but it's difficult to tell. I think we might have looked at the Lavinia when we chose these, so that's annoying. I'll be sad to see them go, especially as I'll probably only get £10 for them! I've been surprised at the negative comments here, especially as most people's problems have been resolved. I love my sofas, am sitting on one now in my house in NZ (where quality is rare) and husband is stretched out on the other.

I asked for a sample of upholstery material which arrived promptly thank you.